Director, Small Enterprise Customer Success & Operations

Company Description

MicroStrategy transforms organizations into intelligent enterprises through data-driven innovation. We match smart people to dynamic projects and technologies that truly challenge their talents. Curious and creative in outlook, our success is built on the talent and energy of smart and driven people. MicroStrategy (Nasdaq: MSTR) is a worldwide leader in enterprise analytics and mobility software. A pioneer in the BI and analytics space, MicroStrategy delivers innovative software that empowers people to make better decisions and transform the way they do business. We provide our enterprise customers with world-class software and expert services so they can deploy unique intelligence applications.

Job Description

The Role: The Director of Small Enterprise Customer Success and operations is a strategic leadership role responsible for designing, implementing, and managing the operational infrastructure that supports the customer success team. This role involves overseeing processes, data management, and technology solutions to enhance the efficiency and effectiveness of customer success efforts. 

Key Responsibilities: 

Operational Strategy: 

• Develop and execute a strategic plan for customer success operations that aligns with the overall business objectives. 
• Identify opportunities for process improvement and optimization. 

Process Management: 

• Establish and maintain standardized processes and workflows for customer onboarding, engagement, and support. 
• Continuously evaluate and refine processes to ensure efficiency and effectiveness. 

Data Management: 

• Oversee the collection, analysis, and management of customer data to gain insights into customer behavior and needs. 
• Ensure data accuracy and integrity within customer success systems and databases. 

Technology and Tools: 

• Evaluate, implement, and manage customer success software, CRM systems, and other tools to support customer success operations. 
• Collaborate with IT and other teams to integrate and optimize technology solutions. 

Reporting and Analytics: 

• Define key performance indicators (KPIs) and create regular reports to measure and track customer success team performance. 
• Utilize data analytics to identify trends and areas for improvement. 

Training and Documentation: 

• Develop training programs and resources for customer success teams to enhance their proficiency in tools and processes. 
• Maintain documentation of standard operating procedures and best practices. 

Cross-Functional Collaboration: 

• Work closely with other departments, including Sales, Product Development, and Marketing, to ensure alignment and collaboration on customer-related initiatives. 
• Identify at-risk accounts and lead the organization’s solution planning through the periodic Risk Management Forum process.  

Budget Management: 

• Manage the budget for customer success operations, including software licenses, training, and other resources.

You will also lead and oversee a high-performing team of ~6 CSMs responsible for delivering exceptional value and ensuring the success of our small enterprise-level customers. Your role is pivotal in fostering long-term customer relationships, driving customer retention and expansion, and aligning with the company's strategic objectives. You and your team will work closely with our clients to understand their business objectives, challenges, and requirements, and then collaborate with internal teams to ensure the successful adoption, implementation, and ongoing usage of the MicroStrategy platform.   

Leadership and Team Management: 

• Lead, mentor, and inspire a team of Customer Success Managers (CSMs) and other customer-focused professionals. 
• Foster a culture of collaboration, accountability, and continuous improvement within the Customer Success team. 
• Provide coaching, training, and professional development opportunities for team members. 

Customer Engagement and Retention: 

• Build and nurture strong relationships with key enterprise customers, understanding their unique needs and challenges. 
• Identify opportunities for upselling and cross-selling additional products or services to existing customers. 
• Develop and implement strategies to reduce churn and increase customer lifetime value. 

Customer Onboarding and Training: 

• Oversee the onboarding process for small enterprise customers, ensuring they receive the necessary training and support to real